Nitin Sharma

• Service Catalog Experience: including building new/modifying Service Catalog items and using flow designer

• Provide demo of Catalog item once it is built in development instance

• Create and configure Notifications, Business Rules, UI Policies, UI Actions, Client Scripts, Scheduled Jobs and Script Includes

• Knowledge of ServiceNow applications for Incident, Change, Problem, Knowledge, CMDB and reports metrics

• Good understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow

•Creating dashboard for different clients

•Creating user and groups in servicenow.

• Knowledge of ServiceNow applications for Incident, Change, Problem, Knowledge, CMDB and reports metrics

•Creating dashboard for different clients

•Creating user and groups in servicenow.

• Knowledge of ServiceNow applications for Incident, Change, Problem, Knowledge, CMDB and reports metrics

• Owner of all high priority incidents, from the occurrence till the resolution

• Host critical bridges along with the support teams to fix the issue within SLA

• Also involve third party vendors whenever required

• P1/P2 notification on the progress of the case are also sent via e-mail to all the stake holders till the resolution

• Analyze aging, escalated and most hoped P3/ P4 incidents, which is then discussed with Service delivery lead on a daily incident review call and then necessary action is taken as per the plan discussed on the call

• Reports for outstanding and resolved P1/ P2 incidents with the latest updates for outstanding incidents or resolution notes for the resolved incidents are sent to all the stake holders at scheduled time

• Make sure all P1/ P2 incidents are updated with appropriate resolution notes in a defined format

• Actively participate in sharing ideas for better service improvement plan

• Responsible for the Network Migration handovers from the Projects team and deliver it to the GNOC Operations team

• Understand the Work Order Proposal and make sure migration is taking place according to it

• Any deviation on it should have the client approval

• To restore the normal service (IT) operation in coordination with different resolver group in minimum span of time, to minimize the adverse effect on business operation

• Owner of all high priority incidents, from the occurrence till the resolution

• Hands on knowledge of ticket logging tool i.e

• BMC Remedy

• Categorization of incidents in Remedy (Ticket Logging) tool, based on business impact

• To be responsible for initiating and driving the bridge (conference call) with different technical teams to resolve the issue in minimum span of time and provide inputs to different resolver group

• To be responsible for releasing notification to all the stake holders (Business and Client) regarding any high priority incident reported by the end user within SLA (Service Level Agreement)

• To be responsible for successful completion of major activities like Disaster recovery, Major change control Activity, Power shut down activity etc

• And ensures best crisis management by rolling back various IT services so that it does not impact business

• To be responsible for creating and managing incident history tracker and represent them during Leadership Meetings.

• As a desktop support engineer my responsibility to give support to more than five hundred users in a 24*7 environment that includes troubleshooting of application, operating system, outlook 2003 & 2007.
• Handling LAN and its troubleshooting.
• Maintain and checking WSUS updates.
• Giving support VIP users including AVP's & VP's.
• Configuring systems using RIS & WDS